Using Unity Dashboard

Logging In

Start by downloading and installing Unity Dashboard.  Once installed, log into Unity Dashboard.  To do this:
 

1. Click Settings on the left-hand side.
    
2. Under Connection click Authentication.
    
3. Enter your userID and password.  To monitor call center statistics, the user must be designated as a supervisor in the call centers they want to monitor.
   
   NOTE: If you normally use your email address to log-in, you will need to obtain your UserID for Custom Integrations.
    
4. Click Save​​​​​.
    

Call Center Settings

In the settings menu of Unity Dashboard, some call center information can be adjusted.
 

Statistics

In the statistics option in settings a few options:

• Purge data at mid-night
   
  • If marked, all call center data will be reset at midnight.
     
• Ignore zero values for Current Handle Time
   
  • Ignores a value of zero when reporting current handle time.
     
• Ignore zero values for Current Speed of Answer
   
  • Ignores a value of zero when reporting current speed of answer.
     

Service Level

The service level options can be used to replace the average speed of answer raw data.  By defining the different service levels for a company, it will display the service level the call center is averaging.

When defining a service level in settings, a refresh interval needs to be set.  The refresh interval can be between 10 minutes and 5 hours and is formatted HH:MM:SS.
 

Display Template

Custom display templates can be made to track specific data about users and/or call centers.




A list of the current tabular views and graphical views are present here.

To the right of each section is a column of buttons to perform actions on either the tabular or graphical views.

New templates can be created by clicking .

Existing templates can be edited by selecting the view to edit and clicking .

Existing templates can be deleted by selecting the view to delete and clicking .
 

Create New Tabular Template

1. To create a new tabular view, click  to the right of the tabular templates list.
    
2. A new window will appear allowing you to select statistics to be reported.
   
   
    
3. At the top of the window, enter a name for the template.
    
4. Select the statistics to monitor in each section.
   
   NOTE: If this is to only monitor users, leave the ACD section empty.
    
5. For each selected statistic set the properties.
   
   
    
   1. Header Text - Name shown on the visual report.
       
   2. Thresholds - Used to add color to the board for reaching certain markers.  Set a start and end value and a color associated with that value.  Multiple levels can be set as long as there is no overlap.
       
6. After setting the statistics, choose what statistic will be the primary filter. Adjust the option to show the number of queues or agents.
    
7. Click OK.
    

Create New Graphical Template

1. To create a new tabular view, click  to the right of the graphical templates list.
    
2. A new window will appear allowing you to choose the layout of the view.
   
   
    
3. At the top, enter a name for the template.
    
4. Choose one of the 15 existing layouts. There is no way to create a custom layout.
    
5. Select one or more call centers for the data source.
    
6. Click OK.
    

View

View allows you to set what appears on the dashboard and what data is used for it.



A new view can be added by clicking .

Existing views can be deleted by selecting the view to delete and clicking .

To adjust the properties of what is displayed:

1. Click on the view.
    
2. In the View Properties section on the right-hand side of the window make adjustments.
    
   • Name - ​​​​​​ The name of the view.
      
   • Include Name in Display - If checked, the view name will appear on the dashboard.
      
   • Show View in Wallboard - If checked, the view will be rotated through on the wallboard.
      
   • Display Duration - Time (in seconds) the view will be displayed before moving to the next view.
      
   • Type - Choose if this is using a tabular or graphical template.
      
   • Display Template - Choose the display template to use.
      
   • Font Size - Set the font size for the view.
      
   • Header Font Size* - Set the font size for the headers.
      
   • Data Source* - Choose the data source for the template.
      
     • If this is displaying any call center data (ACD queue statistics), you cannot choose a user group and it will only display call center agents for user data.
        
   • Total Row* - Choose if totals should be listed and include their settings.
      
   • User Group* - Determine if call center calls and non call center calls are included in user data if the view is only for user data.
     
     *Indicates for tabular view only
      
3. Click OK.